Job Summary
  • Salary
    £269.23 (per week)
    to 307.69
  • Location
    Wilmslow, Cheshire
  • Sector
    Infrastructure Technician Level 3
  • Duration
    15 Months
  • 2 Positions Available
  • Closing Date
    2nd January 2018
  • Employer Name
    Royal London Group
  • Distance from academy
    • 14.3 Miles
    • 30 Minutes
  • Address
    Wilmslow SK9 1PF, United Kingdom

Employer Description

Job Description

To provide First Line Support for incidents & Service Requests.

Ensure IT support SLA’s and service expectations are met

• To log and progress incidents and service requests raised via phone or e-mail or walk in
• Manage incidents and requests through their life cycle, from creation to closure, ensuring users are kept up to date at all times
• Ensure that all incidents and service requests are dealt with within agreed SLA targets
• Provide first line resolution for incidents and service requests wherever possible
• Provide assistance and support to all LOG1K team members where required
• Support the implementation of Projects and Change as directed by Service Desk Team Manager

Working Week

Monday-Friday between the hours of 8.30am-5.30pm Total hours per week: 35.00


Requirements & Prospects


A minimum of 5 GCSE’s C and above Including Maths and English (or equivalents)

Desired Skills

• SDi Service Desk Analyst qualification preferable
• Customer service skills
• Experience of a Service Desk environment
• ITIL foundation
• Advanced desktop PC skills
• Experience of working with a call management tool
• A working knowledge of MS Office applications beneficial
• Excellent communication skills, both written and verbal
• Understanding of the Data Protection Act.
• Treating customers fairly

Personal Qualities

• Positive approach to challenge
• Teamwork orientated individual
• Rational and organised approach to work
• Self-motivated, able to plan and prioritise workload in order to achieve deadlines
• Excellent interpersonal skills, with the ability to influence others
• High attention to detail
• Reliable, organised, flexible and able to challenge
• Uses own initiative to deliver the highest calibre of service
Ability to interact with customers in a friendly manner

Future Prospects

There a potential opportunity to progress onto level 4 and or a full time opportunity with The Royal London Group after completion of level 3.

  • Apprenticeship Length
    15 Months
  • Training Provider
    Aspire Achieve Advance Ltd
  • Academy Location


Throughout the duration of your Apprenticeship (typically 15 months) you will be required to attend the 3aaa Technology Academy in Manchester for 30 days of training across five months featuring structured training. The remainder of your training will be completed in the workplace with your Employer. You will work towards a Level 3 Apprenticeship standard – Infrastructure Technician. The qualifications consist of:
• Level 2 Functional Skills English and Maths (if applicable)
• Knowledge Module 1 - Networking and Architecture
• Knowledge Module 2 - Mobile and Operating Systems
• Knowledge Module 3 - Cloud Services
• Knowledge Module 4 - Coding and Logic
• Knowledge Module 5 - Business Processes
• One vendor certification selected based on your job role and individual capabilities (Typically a Microsoft Technical Associate (MTA) certification)
Knowledge Modules are specified by the British Computer Society (BCS)

Qualification Gained

Advanced Apprenticeship (Level 3)